AFLAC
Placed on Fortune magazine ’ s list of The World ’ s Most Admired Companies over 10 times , we find out how Aflac strives to soar above the competition
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Internationally recognised by its famous icon , ‘ the Aflac duck ’, insurance giant Aflac has become a leader within US and Japanese markets . Delivering exceptional services and solutions with a ‘ customer first ’ approach , its growing Japanese customer base has presented a number of challenges , but unlocked new opportunities through digitisation .
Although technology continues to disrupt the way in which customers access products and services , spanning both policyholders and agents , John Moorefield , Executive Vice President and Chief Transformation Officer , explains that the Japanese insurance industry has previously been less aggressive in the adoption of new technology . However , the country is undergoing a significant sea change .
The changes in Japan are driven by evolving customer behaviours , but are
consistent with changes that organisations such as The Boston Consulting Group ( BCG ) and Accenture have monitored and analysed worldwide . Customers expect expanded and enhanced services to be included with the products they purchase , and the quality of these services is becoming as important as the products themselves .
“ The interest in fintech and in implementing new ways of delivering services to customers in the insurance industry is picking up in Japan at an accelerated
AUGUST 2018